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What are the most effective ways to use technology for after-sales training and coaching?

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After-sales training and coaching are essential for ensuring customer satisfaction, retention, and loyalty. However, delivering effective and consistent training and coaching across different locations, teams, and channels can be challenging, especially in the era of remote work and digital transformation. Fortunately, technology can help sales operations managers and leaders to overcome these challenges and create engaging and impactful learning experiences for their sales staff. Here are some of the most effective ways to use technology for after-sales training and coaching.

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1 Use a learning management system (LMS)

A learning management system (LMS) is a software platform that allows you to create, manage, and deliver online courses and programs for your sales staff. An LMS can help you to centralize and standardize your training content, track and measure the progress and performance of your learners, and provide feedback and support. You can also use an LMS to create personalized and adaptive learning paths for different sales roles, levels, and needs, and to integrate gamification and social learning elements to increase motivation and engagement.

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Saranya Roy

Senior Sales Strategy & Operations Manager, Amazon.com | Ex-founder, SaltnSoap.com
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Effective ways to use technology for after-sales training and coaching include implementing e-learning platforms for on-demand access to training materials, enabling flexibility in learning schedules. Utilize virtual reality or augmented reality for immersive product training experiences. Offer webinars and live online workshops for interactive learning opportunities. Use video conferencing for one-on-one coaching sessions, allowing for personalized guidance. Implement AI-driven analytics to track progress and identify areas needing additional focus. Leverage mobile apps for easy access to training resources and ongoing support. Regularly update and adapt content based on feedback and technological advancements.

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Robert Bagley

Executive Vice President of Sales, Special-T | International Sales Training | Theologian | #1 Best Selling Audiobook Publisher | Board Member_Citrus Club
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Finding and using an effective LMS is beneficial in effective post-Sales training and development. It will enhance soft skills and confidence all while providing great tools for the team to choose what they feel will help them the most.

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Nicholas Gollop

Senior Revenue Operations Leader & Advisor | GTM Strategy
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One of the key pillars to a scalable business is making sure people are equipped to succeed within their roles and know what needs to be done and when. When you are small, you might get away with simply using tools like Notion to store your info in a static database, but you will quickly see that this method can get out of control and outdated quickly. You might need to look into platforms like Highspot, brainshark and others to build relevant content to be displayed when relevant to your stakeholders and also to make sure they are held accountable for the learning

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Ketan Dhariwal

LinkedIn 2x Top 1% voice Startup Development & sales coaching | Sales Leader | Driving growth at Masters Union | Guest speaker at Imperial College Bargarh.
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In my perspective , after sales training should be gamified and self paced ,which helps the sales professional to manage time between ACW and the next cycle of sales ,but also helps him to learn at his/her own pace. For this we can take help technology like LMS, Virtual FAQ Chatbot(AI trainer), e-learning repository etc.

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Ketan Dhariwal

LinkedIn 2x Top 1% voice Startup Development & sales coaching | Sales Leader | Driving growth at Masters Union | Guest speaker at Imperial College Bargarh.
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The most prominent use of Tech in after sales training is LMS. The benefits of using LMS are- 1) It saves time. 2) It makes learning self paced. 3) Learning in bites increases retention. 4) It is a proven way of adult learning. 5) It makes learning fun through gamification and internal certification.

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2 Use video conferencing and screen sharing tools

Video conferencing and screen sharing tools are indispensable for conducting live and interactive training and coaching sessions with your sales staff, especially if they are working remotely or across different locations. These tools can help you to demonstrate best practices, share tips and tricks, answer questions, and provide real-time feedback. You can also use these tools to create a collaborative and supportive learning environment, where your sales staff can share their experiences, challenges, and successes with each other, and learn from their peers and mentors.

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3 Use mobile learning apps and microlearning modules

Mobile learning apps and microlearning modules are ideal for providing on-demand and bite-sized training and coaching content to your sales staff, especially if they are busy, on-the-go, or need a quick refresher. These apps and modules can help you to deliver relevant and timely information, tips, and reminders to your sales staff, right at their fingertips. You can also use these apps and modules to reinforce key concepts, skills, and behaviors, and to test and assess their knowledge and retention.

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4 Use artificial intelligence (AI) and analytics

Artificial intelligence (AI) and analytics can help you to enhance and optimize your training and coaching content, delivery, and outcomes. You can use AI and analytics to analyze the data and feedback from your LMS, video conferencing, screen sharing, mobile learning, and microlearning tools, and to identify the strengths, weaknesses, gaps, and opportunities for improvement of your sales staff. You can also use AI and analytics to generate personalized and data-driven recommendations, suggestions, and insights for your sales staff, based on their learning preferences, styles, goals, and performance.

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Matthew Magee

Sales Operations & Optimization | Team Builder | Strategic Problem Solver | Process Driven | Data Nerd | I help companies sell faster, more often, for more money and LOVE helping them grow
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I'm a big fan of the tools that will record a call and then analyze it for talk time, usage of key words or phrases, and even highlight your pauses and vocal pauses (like the use of um or uh). These can be excellent objective tools that catch the things that sellers, their peers, and their managers may miss simply because they're human. These tools aren't perfect either, but they're also unbiased when it comes to assuming what you meant or intended. To them; it either did or didn't happen. Aside from other benefits like transcription and call summaries, If they're in your budget these tools are a great way to measure if training objectives are taking hold and evaluating style and presentation prowess.

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5 Use virtual reality (VR) and augmented reality (AR)

Virtual reality (VR) and augmented reality (AR) are emerging technologies that can help you to create immersive and realistic training and coaching scenarios for your sales staff. VR and AR can help you to simulate various customer situations, environments, and interactions, and to provide your sales staff with a safe and controlled space to practice and hone their skills, techniques, and strategies. You can also use VR and AR to provide feedback and guidance, and to monitor and evaluate their performance and progress.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the most effective ways to use technology for after-sales training and coaching?

1

2

3

4

5

6

1 Use a learning management system (LMS)

2 Use video conferencing and screen sharing tools

3 Use mobile learning apps and microlearning modules

4 Use artificial intelligence (AI) and analytics

5 Use virtual reality (VR) and augmented reality (AR)

6 Here’s what else to consider

Sales Operations

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What are the most effective ways to use technology for after-sales training and coaching?

1

2

3

4

5

6

1 Use a learning management system (LMS)

2 Use video conferencing and screen sharing tools

3 Use mobile learning apps and microlearning modules

4 Use artificial intelligence (AI) and analytics

5 Use virtual reality (VR) and augmented reality (AR)

6 Here’s what else to consider

Sales Operations

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